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“Relaxing environment, good treatments, lacking in some basic essentials”
3 of 5 bubbles Review of East River Spa

East River Spa
Ranked #46 of 321 Spas & Wellness in London
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Attraction details
Owner description: Enter the urban hideaway of East River Spa and put yourself entirely in our care. We offer the ultimate in spa experiences - you'll feel indulged and energised, but you'll also gain lasting results. Included in the price of all our spa treatments is full use of the following facilities: • Stone Oven Sauna • Crystal Steam Room • 6 Experience Shower Sensations • Panoramic Relaxation Room Guests may purchase a Leisure Pass for £20 to try out our facilities for 2 hours. This can be paid on the day but should be booked at least 48 hours in advance.
london
Level Contributor
35 reviews
13 attraction reviews
common_n_attraction_reviews_1bd8 41 helpful votes
“Relaxing environment, good treatments, lacking in some basic essentials”
3 of 5 bubbles Reviewed March 29, 2013

We were given a gift voucher for a couples' champagne spa session and had to book it in short notice before it expired.

It was pretty simple to book, I called through and there was plenty of availability. The lady gave us several options for our 2 hour session, we chose 11am-1pm.

We arrived at 10 mins early on the day (a Sunday), and were asked to wait and fill in the usual disclaimer forms. By 11:05 we were still waiting for us to be taken through and I was worried we might miss out on our time, as the voucher appeared quite strict regarding the duration of the spa session. We saw the staff chatting between themselves and laughing about the fact they had ran out of bath robes. by 11:10 we were taken to the changing rooms and asked to change into bathrobes, the only problem being they only had one, which they gave to me. My partner had to stroll about in his swimshorts for the entire time as the other bath robe never materialised.

The treatments were very relaxing, and we did not feel rushed at all. The therapists were very friendly and the treatment rooms were spacious, clean, warm and relaxing.

After the treatment, I was asked to wait in the relaxation room. The only problem being, we weren't taken on a tour of the facilities, so had no idea where we were going. Once we finally found it, it was worth it. Truly was a great room to relax in. The view itself could have been improved, the big windows overlooked the parking area in front of the hotel.

We had to ask the staff if we were still entitled to the champagne and strawberries which was part of the package, and only then did they bring it.

Overall, I would return again as I felt able to relax and the treatments were carried out very well.

Suggested improvements:
1. a tour of facilities, so we don't have to wander around lost
2. bath robes - a must!
3. slippers would also be a nice touch - bare foot on cold stone floors ruined it a bit
4. staff organisation - (late start of session, no tour, no robes, no champagne until asked)

Visited January 2013
Helpful?
Thank kickkwok
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gavin S, General Manager at East River Spa, responded to this review, July 18, 2013
Thank you so much for your review , and for your positive suggestions for improvement .

As part of our principal of continuous improvement we have indeed brought in beautiful soft and fluffy bathrobes and of course slippers .

We have also retrained the staff to ensure they can exceed customer expectations , and a full orientation is offered prior to anyone now commencing treatments if they wish

Gavin
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Date | Rating
  • English first
  • Italian first
  • Any
English first
Poole, United Kingdom
Level Contributor
38 reviews
14 attraction reviews
common_n_attraction_reviews_1bd8 39 helpful votes
“Really let down”
2 of 5 bubbles Reviewed March 6, 2013

The spa looked beautiful and one of the reasons we stayed at the Raddison Blu Provedence Wharf, we were so looking forward to using it.
My son had booked treatments for myself and his sister as an early mother's day surprise however despite the fact my son had double checked the booking during the week and arranged a late checkout from the hotel, there was nobody available to do our treatments! On arrival my son was overcharged for these treatments and the person on duty did not have authority to refund his money, secondly we were told to change then go and wait in the relaxation area prior to our treatments, it was over crowded, people talking/complaining (we soon found out why!) half an hour after our treatments were supposed to have started my daughter went to enquire what was happening only to be told the therapists could not be disturbed, were busy with extra treatments and no-one had any idea when they would be ready for us! Consequently our treatments were cancelled as we had to check out, we were told to phone in the week to arrange a refund! I felt so upset for my children who had arranged a lovely surprise and they were badly let down by such appalling service, there was no-one with authority to deal with the situation and it was poorly managed this was apparent as there were no refreshments in the relaxation area, they were obviously understaffed and could not keep up with keeping the spa clean/tidy let alone providing the service booked - such a shame and reflects badly on themselves and the hotel.

Visited March 2013
Helpful?
4 Thank mimble
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gavin S, General Manager at East River Spa, responded to this review, July 18, 2013
thank you so much for your review .

Over the last few months we have had a full review of our Spa products and services , and re trained and re hired staff in order to be the best at what we do .

We are thrilled with the results and know should you return you would be too, as we are now confident in being able to offer the right service levels consistantly accross our brand

Gavin
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dublin, Ireland
Level Contributor
25 reviews
6 attraction reviews
common_n_attraction_reviews_1bd8 23 helpful votes
“Relaxing city spa escape”
4 of 5 bubbles Reviewed February 4, 2013

We found the East River spa by searching through google maps. We were looking for a spa that included entry to their thermal suite and relaxation area in the cost of treatment and thats what we got. Upon arrival we were greeted, given a tour of the facilities and shown to the changing rooms where we were given secure lockers, robes, slippers etc. The relaxation area is very nice. Dimly lit, heated stone loungers overlooking the river and the O2. Towards evening it is slightly too dark to read the magazines provided so perhaps some small bedside lamps could be provided. The refreshments included a range of teas and waters. No juices which would have been nice as an option. Treatments were good (2 of us had back massages). After the treatments we returned to the relation area where we were served refreshing lemon sorbet. The thermal suite itself looked nice with steam room and hamman showers but smelt slightly of damp as opposed to aromatherapy which you get in other thermal suites. We ordered prosecco which was delivered to us in the relaxation area complete with strawberries. Upon departure Lana was very helpful and informative about product enquires etc. All in all a very relaxing way to spend an afternoon/evening.

Visited February 2013
Helpful?
1 Thank MFB0206
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gavin S, General Manager at East River Spa, responded to this review, July 18, 2013
Thank you for your very kind review , and for your lovely comments .

We have been busy making improvements to the whole spa experience , and cant wait for you to return to us again to see for yourself .

Gavin
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Preston, United Kingdom
2 reviews
common_n_attraction_reviews_1bd8 2 helpful votes
“Wonderful spa experience”
5 of 5 bubbles Reviewed November 21, 2012

The relaxation room with a fantastic view of the the river and the O2, warm loungers and served with refreshmen.ts after my treatments

Visited November 2012
Helpful?
Thank Margaret S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
4 reviews
common_n_attraction_reviews_1bd8 1 helpful vote
“Smelly and dirty”
1 of 5 bubbles Reviewed February 16, 2012

It wasn't a relaxing experience what so ever! The changing room was full of used slippers and towels all over the floor, the place smelled like blocked drains!
The same smell was in the steam and sauna rooms. Only 4 out of 6 showers were working in the "6 Experience Shower Sensations" and the drain was blocked in one of them.
The ice fountain was not working and one of the people I met there said it had not been working for months.
There was hair all over the place like the place wasn't cleaned for days. There was no music playing which is unusual in a SPA. Staff were more interested in sitting in their back room then looking after the facilities.
Overall it was very disappointing experience and I wouldn't advice anyone to go there and pay for it!

Visited February 2012
Helpful?
1 Thank Jazzy2012
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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